Customer Service Representative (CSR)

Handyman Connection•Lake Orion, MI

2d•Hybrid

About The Position

Handyman Connection is a locally owned home repair and remodeling business seeking a Customer Service & Scheduling Coordinator. This role is crucial for keeping the business organized, customers informed, and the field team productive. It involves more than just receptionist duties; the coordinator will be integral to daily operations, communicating with customers, managing schedules, following up on leads, coordinating with craftsmen, maintaining job information, and ensuring no opportunities are missed. The ideal candidate is comfortable taking ownership, communicating professionally, solving problems, and working independently.

Requirements

Extremely organized and naturally keeps track of details.
Dependable and accountable.
Professional and personable on the phone, through email, and in person.
Comfortable having difficult conversations without becoming defensive or emotional.
Confident making outbound calls and following up with prospective customers.
Able to multitask while still completing tasks accurately.
Tech comfortable and able to learn new software quickly.
Self-motivated and able to recognize what needs attention without always being told.
Solution-oriented when something doesn't go according to plan.
Able to prioritize when several things need attention at the same time.
Team-oriented and respectful of both customers and coworkers.
Open to feedback and continuous improvement.
Previous experience in customer service.
Previous experience in scheduling or dispatching.
Previous experience in office administration.
Previous experience in service-based businesses.
Previous experience in construction, home improvement, HVAC, plumbing, electrical, property management, or similar industries.
Previous experience in inside sales or customer follow-up.
Experience with CRM or scheduling software.

Nice To Haves

Experience in the home-service industry is a plus.

Responsibilities

Answer incoming customer calls, emails, texts, and inquiries professionally and promptly.
Gather accurate information about customers' home repair and improvement needs.
Explain the company's process and help customers understand what to expect.
Schedule estimates, appointments, and service calls.
Confirm appointments and communicate scheduling changes.
Follow up with customers throughout the job process.
Handle customer questions and concerns professionally, calmly, and with good judgment.
Manage and maintain the daily and upcoming schedule for craftsmen.
Match jobs with the appropriate craftsman based on skill set, location, availability, and job requirements.
Communicate job details and schedule changes with craftsmen in the field.
Help identify scheduling gaps and opportunities to keep the field team's time productive.
Monitor jobs throughout the day and adjust schedules when circumstances change.
Ensure craftsmen have the necessary information before arriving at a customer's home.
Follow up with new leads and customer inquiries.
Contact customers regarding outstanding estimates.
Follow up on appointments and incomplete scheduling.
Help turn qualified inquiries and estimates into booked work.
Reconnect with previous customers when appropriate.
Maintain consistent follow-up so potential jobs are not forgotten.
Communicate confidently with customers about scheduling and next steps.
Enter accurate customer, job, and scheduling information into systems.
Maintain detailed job notes and customer communication records.
Keep customer information and job statuses current.
Use CRM, scheduling, email, phone, and other office systems.
Track open items and follow through until they are resolved.
Assist with general office and operational responsibilities as needed.
Perform invoicing and accounts payable.
Coordinate and conduct phone sales with customers for materials.